Troubleshooting: Lana does not reply

When Lana stays silent, one of a handful of switches is off: the account, the brain, the balance, the licence, Telegram itself, or that one fan. Check them in the order below; each section says where to look and what to do.

First: is it every fan, or only one? #

1. Open Live Convs and look at a few recent conversations of the creator.
2. If no fan gets a reply, the cause is on the creator side: go through sections 1 to 5.
3. If only one fan gets no reply, the cause is on his side: go to section 6.

1. The account is paused or not connected #

Where to look: Telegram Accounts, the creator's rows.

• Paused: the AI switch of the row is off. Turn it on, or use Resume AI replies in the row's Actions menu.
• Waiting for Telegram: Telegram has not confirmed the connection yet. Open Finish connecting in the row's Actions menu to see what is left. Sending the account a message from another Telegram account often wakes the connection.
• Connection issue: the reason is written under the chip. *Reply permission is off in Telegram*: in Chat Automation, turn on Manage Messages with Reply to Messages. *Bot stopped: webhook not reachable*: press Reconnect.

In Live Convs, a conversation whose account is the problem says why under the reply box, with Open in Telegram Accounts. See Connect Telegram accounts.

2. The AI Brain is paused, or missing #

Where to look: AI Brain, the switch next to the brain picker.

• Paused: a paused brain doesn't reply to fans. Click it to switch back to Active. You need the right to edit AI Brains.
• No brain at all: in Creators, the line under her name says "No AI Brain yet". Create one for her or link one in AI Brain. See Create and link a brain.

3. The balance is at $0 #

Where to look: the balance at the bottom of the sidebar, and Billing, tab Overview.

At $0, Lana pauses on every account of the workspace. The Overview shows a red banner, AI paused, CRM read-only. Top up: everything starts again where it stopped. See When your balance runs low or hits $0.

4. The licence has expired #

Where to look: Billing, tab Licences, the Telegram accounts table. Filter on Expired or No licence.

An account whose licence has ended shows a red Expired badge, and Lana stops on that account. Press Renew, or Assign a licence from your stock. With an empty stock and less than $19 on the balance, nothing can renew. See Licence expiry and auto-renew.

5. Telegram itself blocks the reply #

Where to look: the strips above the reply box in Live Convs.

• Reply window closed: he has to write first. Telegram only allows replies within 24 hours of the fan's latest message. Wait for him to write again.
• He blocked the bot: messages cannot reach him. Nothing can be sent until he unblocks it.

6. Lana is off for this fan only #

Where to look: the conversation in Live Convs, and his status in Fans.

• AI paused, you're replying: someone took over. Use Hand back to AI or the AI replies switch.
• AI has stopped, with a reason: press Resume AI if the reason allows it.
• Paused · Human takeover, Paused · Staff or Awaiting staff in Fans: a person is in charge of this fan.
• OFF (Underage, Crisis / distress, Coercion, Illegal request, Asked to stop): the AI stopped on purpose.

Still silent? #

Write as a fan in the Playground with the same creator. If she answers there, the brain works and the cause is one of the switches above. If the reply says "Held by the safety agent", the message would have been blocked for a real fan too.